Customer Support Specialist

About the Role As a Customer Support Specialist, you’ll be the voice of XCEED to our users. You’ll provide fast, empathetic, and effective support to people who are purchasing, managing, or attending events through our platform. You’ll help solve problems, clarify doubts, and ensure every XCEED user feels heard and supported. Bilingual in English and Italian , you’re tech‑savvy, confident with customer support tools, a clear and effective communicator, comfortable working under pressure, and a highly collaborative, curious, and analytical professional focused on delivering better service and smarter solutions at XCEED. We don’t expect you to follow a 9‑to‑5, but we do need someone who’s fully present during the high‑energy hours our users need us most, primarily evenings and weekends. What Will You Do Responding to User Inquiries : Handle all inbound support conversations through our customer support platform, covering ticketing, payments, cancellations, and event details. Troubleshooting : Assist users with technical issues related to the XCEED app or website (e.g. login problems, ticket retrieval, payment errors). B2B Support : Handle basic inquiries from event organizers and venues (our B2B users), offering clear solutions when possible or forwarding more complex cases to the appropriate internal team. Working Evening and Weekend Shifts: 35% of support coverage takes place during evening and weekend hours and on bank holidays, aligned with peak event activity. Issue Resolution : Collaborate with internal teams (ops, product, or finance) to resolve user issues effectively and in a timely manner. Feedback Collection : Identify recurring user pain points and relay actionable feedback to the product and operations teams. Knowledge Base Maintenance : Help update and improve our help center articles and user guides to reduce friction and increase self‑service support. The Skills You Bring A problem‑solver with a proactive mindset and a love for helping others. A fluent communicator in English and Italian . Bonus points for Italian, French, or German . Tech‑savvy and comfortable using customer support platforms (like Zendesk, Intercom, etc.) . Experienced or passionate in nightlife, live events, or the entertainment industry. Comfortable working flexible hours , including late evenings and weekends. Detail‑oriented, analytical, and eager to continuously improve the customer experience . How We Support You We believe in a culture that supports your best work and your best life. Unlimited Paid Time Off Flexible Working Hours Unlimited Remote Work Workation — work from anywhere as long as it aligns with your team’s dynamics. Access to learning platforms (Codely, Coursera, MasterClass) and dedicated time for personal development. Team‑building activities and meet‑and‑greet events. Go Out — Free passes to XCEED partners’ events to experience what our users do. Referral Program to helping us find incredible talent. Who We Are From clubs to festivals, concerts to cultural movements, XCEED is where people come together through music, art, and shared experiences. We believe unforgettable nights don’t just entertain—they shape culture, bring communities together, and define local scenes. XCEED is the platform behind the best nights out—empowering event organizers to manage ticketing, marketing, and audience insights, while helping fans discover their next unforgettable experience—all in one place. We are creators and challengers who refuse to watch from the sidelines. Every day is a chance to rethink, rebuild, and push further. We celebrate success and embrace smart risks and deep ownership—because shaping the future isn’t for the passive. Since 2009, we’ve been bridging the gap between the digital and physical—enhancing real moments with seamless technology. Today, as one of the Financial Times' "Fastest Growing Companies in Europe 2025," XCEED powers events in 350+ cities across 25 countries, developing in collaboration with leading venues, festivals, and organizers across four continents. What Sets Us Apart We’re a growing, dynamic company with an international and remote team where you will have a big impact in any role. We celebrate diversity, and we ensure everyone feels valued and has fair opportunities. We constantly experiment with new solutions and encourage new ideas. We challenge the status quo. We believe in a culture where you can be yourself, do great work, and have a lot of fun along the way. The Principles That Bring Us Together I. Moderation is Fatal. We are fearless and think beyond boundaries. We believe it takes courage to write change. II. Taste Everything. We are the discoverers of the future and take nothing for granted. We are curious. Everyday. About everything. We listen carefully to every customer, we forge trends, we experiment. III. Always Inspire. We envision a world where empathy and sense of community drives humankind's passion for developing novelty. To make this happen, we are the doers at the front line of inspiration. IV. Local at Heart. We believe creativity is born local and because of that, it should be nurtured by a sustainable ecosystem driven by the passion of artists, curators, and the people who truly love arts and give no fucks about posing. V. Trust Above All. We prioritize trust among ourselves and with our customers, empowering it through transparency and open collaboration. If trust is compromised, we address it promptly. VI. Embrace The Problem. Innovation happens when we spend time deeply understanding a pain, not jumping to a solution. We sit at the table and enjoy this process from A to Z. VII. Have Fun. We are aware that changing the world won’t always be pretty. So we’ll always make sure to have a good time throughout the journey. Application Process We are transparent and honest, and throughout the process we’ll keep you fully informed along the way. For this role, you’ll expect going through: HR Call Offline Assessment Line Manager Call Stakeholders' Call Reference Check At XCEED we are proud to be an equal opportunity workplace and employer. We review applications for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, medical condition. #J-18808-Ljbffr